Cisco Unified Contact Center Express User guide

Cisco Unified Contact Center Express Administration and Operations

Guide, Release 12.5(1)

First Published: 2020-01-31

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CONTENTS

Preface xxix

PREFACE

Change History xxix

About This Guide xxxiv

Audience xxxv

Conventions xxxv

Related Documents xxxvi

Documentation and Support xxxvii

Documentation Feedback xxxvii

Unified CCX Introduction 1

CHAPTER 1

Unified CCX Components 1

Unified CCX Product Family 2

Unified IP IVR 3

Unified Contact Center Express 3

Unified CCX Cluster Architecture 4

Unified CCX Active Server 5

Unified CCX Engine 6

Set Up Unified CCX 7

Provision Telephony and Media Subsystems 7

Configure Unified CCX Subsystems 7

Provision Unified CCX Subsystem 8

Provision Additional Unified CCX Subsystems 8

View License Information 9

Configure Unified CCX Applications 9

Available Applications 9

Manage Scripts Prompts, Grammars, and Documents 9

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Configure Unified CCX Historical Reporting 10

Manage Unified CCX 10

Unified CCX Administration Web Interface 11

CHAPTER 2

Access Unified CCX Administration Web Interface 11

Cisco Unified CCX Administration Menu Bar and Menus 13

Cisco Unified CCX Administration Navigation 14

Unified CCX Configuration Web Pages 15

Details for Advanced Configuration 16

Toolbar and Buttons 16

Application and RmCm Wizards 17

Unified CCX Provision Checklist 19

CHAPTER 3

Unified CCX 19

Provision Unified CCX 20

Change Licensing Packages 21

Provision Unified CM for Unified CCX 23

CHAPTER 4

Configure Unified Communications Manager Information 23

Modify AXL Information 24

Modify Unified Communications Manager Telephony Information 25

Modify RmCm Provider Information 27

Unified Communications Manager for Unified CCX Configuration 28

Invoke Unified Communications Manager Administration 28

Unified Communications Manager Users as Unified CCX Agents 29

Guidelines for Agent Phone Configuration 31

Modify Existing Unified Communications Manager Users 32

Assign Unified Communications Manager Users as Cisco TelePresence Virtual Agents 35

Configure Tool for Auto-Registered Phones Support (TAPS) 36

Update Unified CM IP Address Change in Unified CCX 39

CHAPTER 5

Update Unified CM IP Address Change in Unified CCX 39

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Cisco Applications Configuration 41

CHAPTER 6

About Unified CCX Applications 41

Configure Script Applications 42

Add New Cisco Script Application 43

Configure Busy Application 45

Configure Ring-No-Answer Application 46

Application Triggers 47

Unified CM Telephony Trigger 47

Add Unified CM Telephony Triggers from Application Web Page 47

Add Unified CM Telephony Triggers from Unified CCX 48

HTTP Trigger Provision 48

Add HTTP Trigger from Application Web Page 49

Add HTTP Trigger from HTTP Subsystem 50

Script Management 51

Upload New Scripts 51

Download Script File 53

Refresh Scripts 53

Refresh Scripts Individually 53

Refresh Bulk Scripts 54

Rename Script or Folder 55

Delete Script or Folder 55

Sample Scripts 56

Telephony and Media Provision 57

CHAPTER 7

Unified CCX Telephony and Media 57

Media Termination Groups 58

Channels Required to Process Calls 58

Provision Telephony and Media Resources 59

Provision Unified CM Telephony Subsystem 59

Resynchronize Cisco JTAPI Client 60

Resynchronize Unified CM Telephony Data 60

Configure Unified CM Telephony Provider 61

Add New Call Control Group 62

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Add Unified CM Telephony Trigger 69

Additional Unified CM Telephony Information 73

Unified CM Telephony Triggers for Unified CCX Queuing 73

Unified CM Telephony Information Resynchronization 74

Cisco Media Subsystem 74

Add CMT Dialog Control Group 75

ASR and TTS in Unified CCX 76

Prepare to Provision ASR/TTS 76

Provision of MRCP ASR Subsystem 77

Provision MRCP ASR Providers 77

Provision MRCP ASR Servers 78

Provision MRCP ASR Dialog Groups 80

MRCP TTS Subsystem 82

Provision MRCP TTS Providers 82

Provision MRCP TTS Servers 83

Provision MRCP TTS Default Genders 85

Provision of Unified CCX 87

CHAPTER 8

RmCm Provider Configuration 87

RmCm Provider Modification 88

Associating Agent Extensions with the RmCm Provider 88

Resource Groups 89

Create Resource Group 89

Modify Resource Group Name 89

Delete Resource Group 90

Skills Configuration 90

Create a Skill 90

Modify a Skill Name 92

Delete a Skill 92

Agent Configuration 93

Implications of Deleting Agents in Unified CM 94

Assign Resource Groups and Skills to One Agent 94

Assign Resource Groups and Skills to Multiple Agents 95

Remove Skills from Agents 96

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Contact Service Queue Configuration 97

Create a Contact Service Queue 97

Contact Service Queue Configuration Web Page 100

Modify a Contact Service Queue 101

Delete a Contact Service Queue 102

Resource Pool Selection Criteria: Skills and Groups 103

Resource Skill Selection Criteria within a Contact Service Queue 104

Configure Agent-Based Routing 105

Wrap-Up Data Usage 106

Teams Configuration 106

Assign Supervisor Privilege to a User 107

Create Teams 107

Modify Teams 108

Delete a Team 108

Provision of Additional Subsystems 111

CHAPTER 9

About Additional Subsystems 111

Provision of HTTP Subsystem 112

Configure HTTP Triggers 112

Provision of Database Subsystem 113

Database Subsystem Configuration 113

Add New Datasource 114

Datasource Configuration Web Page 114

Poll Database Connectivity 115

Provision eMail Subsystem 116

Management of Prompts, Grammars, Documents, and Custom Files 119

CHAPTER 10

Manage Prompt Files 119

Manage Grammar Files 121

Manage Document Files 122

Language Management 123

Create New Language 124

Rename Language 124

Delete Language 125

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Upload Zip Files to Language Folder 125

Upload of Prompt Files 126

Record a Prompt 127

Add Spoken-Name Prompts 127

Management of Custom Files 128

Specify Custom Classpath Entries 128

AAR File Management 129

AAR File Creation 130

Upload AAR Files 130

META-INF Directory 131

Directories for Prompts, Grammars, Documents, and Scripts 131

Prompts Directory 132

Grammars Directory 132

Documents Directory 132

Scripts Directory 132

AAR Manifest 132

Attribute Types 134

Main Attributes 134

Per-entry Attributes 136

META-INF Directory Attributes 136

Unified CCX System Management 139

CHAPTER 11

Basic Terminology 139

High Availability and Automatic Failover 140

Network Partitions 141

Unified CCX CDS Information Management 141

Manage System Parameters 141

Unified CCX IP Address/hostname Management 142

Prepare System for IP Address/hostname Change 142

IP Address Modification 144

Change IP Address for Server in Single-Node Deployment 144

IP Address Modification in High-Availability (HA) Deployment 146

HostName and Domain Name Modification 150

HostName Modification 150

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Verify Proper Function of System after IP Address/hostname Change 156

Domain Name Modification 156

Set Up Certificates 158

Client Requirements 158

Deploy Root Certificate for Internet Explorer 159

Set Up CA Certificate for Internet Explorer and Edge Browsers 159

Set Up CA Certificate for Firefox Browser 159

Set Up CA Certificate for Chrome Browser 160

Exit Unified CCX Administration 160

Unified CCX Reporting 161

CHAPTER 12

Reporting Administration on Unified CCX 161

Import of Stock Reports 161

Unified CCX Historical Reports 161

Unified CCX Historical Datastore 162

Historical Reporting Configuration 162

Purge of Historical Data 163

File Restore 166

Unified CCX Real-Time Reports 167

Available Unified CCX Real-Time Reports 167

Open Real-Time Reports 168

Run Reports 169

View Detailed Subreports 169

Print Reports 170

Reset Report Statistics 170

Clear Contact Option for Stuck Calls 171

Set Report Options 171

Set Report Appearance 171

Application Reporting User Interface 172

Reporting Administration on Unified Intelligence Center 205

Start Unified Intelligence Center 205

Administrator Overview 206

Security Overview 206

User List 207

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Create a User 207

User Groups 209

Overview 209

Create a User Group 210

Manage User Permissions 211

About Permissions 211

User Roles and Permissions 212

Assigned Group Permissions 212

Assigned User Permissions 213

Run As 214

Audit Trail Logging in Cisco Unified Intelligence Center 215

View Audit Trail Logging in Unified Intelligence Center 215

Audit Trail Report 215

Security Considerations 215

Unified CCX Outbound Dialer Configuration 217

CHAPTER 13

Outbound Feature for Unified CCX 217

Outbound Characteristics 217

Unified CCX Requirements 218

Outbound Components 220

Supported Dialers and Dialing Modes for Outbound 220

Unified CCX Outbound Dialing Modes 221

Direct Preview Dialing Mode 221

Progressive Dialing Mode 221

Predictive Dialing Mode 221

Configure Outbound Subsystem in Unified CCX 222

Configure General Outbound Properties 222

Callbacks 225

Outbound Area Code Functionality 226

Configuration Updates 226

CSQ Agent Pool Allocation 227

Configure Application and Trigger for Outbound Campaign 227

Add New Campaign 228

Import Contacts for Campaign 238

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Manual Import of Contacts for Campaign 240

Schedule Import of Contacts Using SFTP or HTTPS 241

Enable Campaigns 243

Outbound Subsystem and Time Detection 244

Add Area Codes 244

Call Status Values 245

Contact States Reset at Midnight 246

Call Result Values 247

Reclassification Status Behavior 248

Call Retrieval Priority 249

Failover and System Restarts 250

Cisco Unified Contact Center Express Supervisor and User Options Plug-Ins 251

CHAPTER 14

About User Management 251

About Unified CCX User Capabilities 251

Administrator Privileges 252

Supervisor Privileges 252

Historical Report User Privileges 252

Agent Privileges 253

Unified CCX Supervisor Web Interface 253

Access Unified CCX Supervisor Web Page 253

Unified CCX User Options Web Interface 254

Access Unified CCX User Options Web Page 254

Add Alternative Pronunciations 254

Access Unified CM User Options Page 255

System Menu 257

CHAPTER 15

Access Server Menu 257

Configure Server 258

Server Deletion 258

Cloud Connect 259

Unified CM Configuration 261

System Parameters 261

Single Sign-On (SSO) 266

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Custom File Configuration 268

Standalone Cisco Unified Intelligence Center Configuration 268

License Management 268

Classic License Management 269

Smart Licensing 270

Smart License Management 271

Configure Transport Settings for Smart Licensing 275

Register with Cisco Smart Software Manager 276

Language Information 277

Logout Menu 278

Applications Menu 279

CHAPTER 16

Access Application Management Menu 279

Manage Scripts 280

Prompt Management 280

Grammar Management 281

Document Management 281

AAR Management 282

Calendar Management 282

Calendar Flow 283

Subsystems Menu 285

CHAPTER 17

Unified CM Telephony Menu 286

Unified CM Telephony Provider Configuration 286

Unified CM Telephony Call Control Group Configuration 286

Unified CM Telephony Triggers Configuration 287

Synchronize Unified CM Telephony Data 287

Unified CM Telephony Cisco JTAPI Resync 288

Unified CM Telephony Advanced Settings 289

RmCm Menu 289

Skill Configuration 290

Add New Skill 290

Modify Skills 290

Resources Configuration 290

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Modify Resource 291

Resource Group Configuration 291

Add New Resource Group 291

Modify Existing Resource Groups 291

Contact Service Queues Configuration 292

Add a CSQ 292

RmCm Provider Configuration 292

Skills Configuration Assignment 292

Add Skills 292

Remove Skills 293

Agent Based Routing Settings Configuration 293

Teams Configuration 293

Add New Team 293

Chat and Email Menu Options 293

Customer Collaboration Platform Configuration 294

Delete Customer Collaboration Platform Configuration 297

Reinject Email Contacts 298

Chat Transcripts 299

Mail Server Configuration 299

Contact Service Queues 301

Predefined Responses 304

Wrap-Up Reasons 305

Wrap-Up Reasons 306

Email Signatures 306

Email Signature Configuration 307

Channel Parameters 308

Chat Widgets 310

Chat Widgets Page 310

Chat Widget Configuration 311

Chat - Facebook Messenger 315

Teams 317

Outbound Menu 317

General Configuration 317

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Campaign Configuration 317

Add New Campaigns 318

Import Contacts 318

Delete Contacts 318

Area Code Management 319

Add New Area Code 319

Configure SIP Gateway 319

SIP Gateway Configuration Web Page 319

Dial Peer Configuration for Outbound 321

Database Menu 322

DataSource 322

New DataSource 322

Add New Database Parameter 323

Driver 323

Add New Database Driver 323

HTTP Menu 324

HTTP Trigger Configuration 324

Add New HTTP Trigger 324

eMail Menu 325

Cisco Media 325

MRCP ASR Menu 325

MRCP ASR Provider 325

MRCP ASR Servers 326

MRCP ASR Dialog Groups 326

MRCP TTS Menu 326

MRCP TTS Providers 326

MRCP TTS Servers 326

MRCP TTS Default Genders 327

Wizards Menu 329

CHAPTER 18

Application Wizard 329

RmCm Wizard 330

Tools Menu 333

CHAPTER 19

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Plug-Ins Menu 333

Real-Time Reporting Tool 334

Real-Time Snapshot Config Menu 335

Create System DSN for Wallboard 336

Wallboard Software in High Availability (HA) Deployment 338

Historical Reporting Menu 339

Database Server Configuration 339

SMTP Configuration 340

Purge Schedule Configuration Option 340

Purge Now Option 340

File Restore Option 341

User Management Menu 341

User View Submenu 342

Name Grammar Generator Configuration 342

Spoken Name Upload Submenu 343

Administrator Capability View Menu 343

Supervisor Capability View 344

Manage Supervisors 345

View Supervisor Details 345

Reporting Capability View Menu 346

Assign Prompts 347

Agent Capability View Menu 348

Password Management 348

Help Menu 351

CHAPTER 20

Contents and Index 351

For This Page Menu 352

Unified CCX Documentation Link 352

About Menu 352

Cisco Finesse 353

CHAPTER 21

Introduction 353

Cisco Finesse Administration Console 353

Getting Started 353

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Administration Tools 354

Certificate Management 357

Manage System Settings 363

Desktop Chat Server Settings 363

Cloud Connect Server Settings 365

Keyboard Shortcuts 366

Manage Call Variables Layouts 367

Call Variables Layouts 367

Call Variables 367

Configure Call Variables Layouts 368

Add ECC Variables to Call Variables Layout 369

Assign Call Variables Layouts 370

Manipulate Call Variables Layouts with a Workflow 370

Manage Desktop Layout 370

Gadgets and Components 371

Finesse Desktop Layout XML 371

Default Layout XML 372

Update Default Desktop Layout 374

Drag-and-Drop and Resize Gadget or Component 376

Customize Desktop Properties 377

Horizontal Header 378

Customize Title and Logo in the Header 379

alternateHosts Configuration 379

Headless Gadget Configuration 380

Customize Icons in Left Navigation Bar 380

XML Schema Definition 392

Add Webchat and Email to Finesse 395

Enable Advanced Supervisor Capabilities in Finesse 403

Add Team Message in Custom Desktop Layout 406

Add Desktop Chat in Custom Desktop Layout 406

Live Data Gadgets 407

Configure Live Data Reports with Multiple Views 413

Manage Phone Books 414

Phone Books and Contacts 414

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Add Phone Book 415

Edit Phone Book 416

Delete Phone Book 416

Import Contacts 416

Export Contacts 417

Add Contact 418

Edit Contact 418

Delete Contact 418

Manage Reasons 419

Not Ready Reason Codes 419

Sign Out Reason Codes 421

Predefined System Reason Codes 423

Manage Reason Code Conflicts During Upgrade 425

Wrap-Up Reasons 426

Manage Team Resources 428

Team Resources 428

Assign Phone Books and Reasons to Team 429

Unassign Phone Books and Reasons from Team 430

Assign Custom Desktop Layout to Team 430

Assign Workflows to Team 432

Unassign Workflows from Team 433

Manage Workflows 433

Workflows and Workflow Actions 433

Add Browser Pop Workflow Action 437

Add HTTP Request Workflow Action 438

Edit Workflow Action 440

Delete Workflow Action 440

Add Workflow 440

Edit Workflow 441

Delete Workflow 441

Manage Security 441

HTTPS Support 442

HSTS 442

Cross-Origin Resource Sharing (CORS) 442

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Gadget Source Allowed List 442

Security Enhancements 443

Manage Finesse IP Phone Agent 443

Finesse IP Phone Agent 443

One Button Sign In 444

Finesse IP Phone Service Subscription Options 445

Set Up Application User, Web Access, and HTTPS Server Parameters 445

Configure Finesse IP Phone Service in Unified CM 447

Finesse IP Phone Agent Certificate Management 448

Add Service Parameters for One Button Sign In 450

Subscribe Agent Phones to Manual Subscription Service 452

Set Up Agent Access to the Self Care Portal 452

Cisco Finesse Failover Mechanisms 453

CTI Failover 453

Finesse Desktop Failover 454

Desktop Behavior 455

Finesse IP Phone Agent Failover 458

Guidelines for Optimal Desktop Failover 459

Failover Planning 461

Backup and Restore 462

Additional Language Support 462

Cisco Finesse Agent and Supervisor Desktop 462

CUIC Cluster Configuration 463

CHAPTER 22

Cluster Configuration for JVM Using Hazelcast 463

Troubleshooting Cluster Configuration 465

Extend and Connect 467

CHAPTER 23

Overview of Extend and Connect 467

Server Configuration 467

Persistant Connection 469

Cisco Unified CCX Serviceability 471

CHAPTER 24

Cisco Unified CCX Serviceability 471

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Access Cisco Unified CCX Serviceability 471

Alarms 472

Alarm Configuration 472

Configure Alarm Settings 472

Alarm Configuration Settings 473

Traces 474

Component Trace Files 475

Configure Trace Parameters 475

Trace Level Options 478

Trace file location 482

Trace File Information 482

Log Profiles Management 483

Create Profile 484

Save as Another Profile 485

Enable Profile 485

Delete Profile 486

Save Current Trace Settings 486

Upload Profile 487

Update Profile 487

Serviceability Tools 488

Access Control Center — Network Services Menu 488

Network Services 489

System Services 489

Admin Services 490

DB Services 490

Finesse Services 490

Manage Network Services 490

Command Line Interface 491

Unified CCX Datastore 491

Network Outage 492

Datastore Replication Status 492

Reset Replication Between Nodes 493

Datastores 494

Update Parameters 495

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Configure Performance Monitoring of Unified CCX Servers 496

Real-Time Monitoring 499

CHAPTER 25

Installation and Configuration 499

Performance Monitoring 500

Performance Objects 500

Performance Counters 500

Performance Objects and Counters for Unified CCX 500

Critical Services 501

Tools 501

Alerts 501

Unified CCX Alerts 501

Cisco Identity Service Alerts 505

Syslog and Alert 506

Traces and Logs 507

Cloud Connect Serviceability 507

CUCM Telephony Data Monitoring 508

Triggers Page 508

Call Control Groups page 508

CTI Ports Page 509

Summary Page 509

Cisco Unified Analysis Manager 510

Unified Analysis Manager for Unified CCX 510

Backup and Restore 513

CHAPTER 26

Important Considerations 514

SFTP Requirements 515

Cipher Support 515

Master and Local Agents 516

Master Agent Duties 516

Local Agent Duties 516

Backup Tasks 516

Manage Backup Devices 517

Manage Backup Schedules 517

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